Jak spoke of being 'different' to other estate agents and as I warmed to his approach, we agreed in principle that they would take control of the sale of our house. I sent an email when we returned from holiday asking questions and wishing to clarify matters in regards to the contract and requesting that someone come and collect the contract from us as Bexley is not ideal for parking. 5 days passed until I had a missed call from the office. No message was left though. I only knew it was Harpers because I Googled the phone number. As my original email had not been responded to, I forwarded it on and asked further questions. The following day I received a reply but it still didn't address the main questions that I had asked. The email ended with "I will follow up with a call later to see when you would like to book us in to take the property on". I sent one further reply and then awaited the phone call. As the days went by, I got tired of waiting. We instructed an EPC privately at a cost of £45 (check the government website for certified assessors), he mentioned an estate agent and that afternoon the owner was at our home. The following day the floor plan was completed and a day later were the photographs. Luckily I was able to do these myself but for a small extra charge we could have instructed the EPC assessor to do these too on the same day he initially visited. Our house went on the market on a Saturday and by the Monday we had two viewings booked in - in which time I still had not had a reply from Harpers! We had provisionally instructed Harpers to take on the sale of the house and we just wanted to clarify some matters before handing over the contract. Surely, responding and having the contract signed asap is in your interest?